New Outlook App Error: "Your email looks like a shared mailbox"

The error

When adding your Rebel email address to the new Outlook for Windows, you may see this message:

Your email provider can no longer connect to Outlook. To fix this, Your email looks like a shared mailbox. If you are trying to add a shared mailbox, go to Settings > Accounts > Shared with Me > Add

This message comes from Microsoft, not from Rebel. Your email account and password are not the problem: if you can sign in to webmail, your account is working correctly.

This guide applies to email hosted with Rebel Plesk Hosting and Rebel Cloud Email.

Why it happens

The new Outlook for Windows doesn't connect directly to your email provider. It sets up your account through Microsoft's servers first, and Microsoft decides what type of account it is.

If Microsoft believes your address belongs to a Microsoft 365 shared mailbox, it blocks the setup, because Microsoft doesn't allow shared mailboxes to be added as regular email accounts.

This usually happens when your domain or email address is, or once was, connected to Microsoft, for example:

• Your domain was added to a Microsoft 365 account, for business email, Teams or SharePoint, even if you no longer use it.
   
• Your email address is used to sign in to a Microsoft account, such as Teams, an Office or Microsoft 365 licence, or Outlook.com.

Classic Outlook and other email apps connect directly to our mail servers, so they aren't affected.

Step 1: Check whether your domain is linked to Microsoft

This is the permanent fix, and it's done from your Microsoft account rather than with Rebel.

If your business has, or once had, a Microsoft 365 account:

1. Sign in to the Microsoft 365 admin center (admin.microsoft.com) with an admin account.
    
2. Go to Settings > Domains.
    
3. If your domain is listed and you no longer use Microsoft 365 for email, remove the domain from that account.

Once Microsoft no longer associates your domain with Microsoft 365, the new Outlook should let you add your email normally. Microsoft may take some time to update.

If you're not sure: ask whoever set up your business email or Microsoft services in the past, or use Step 2 below, which works either way.

Important: if your business still uses Microsoft 365 for other services, removing the domain could affect them. Check with your IT contact first.

Step 2: Add your email with Classic Outlook or another app

While the Microsoft side is being sorted out, or if you'd rather not use the new Outlook, these options connect directly to our mail servers and aren't affected.

Classic Outlook (Windows)

1. Click the Start menu and search for "Outlook (classic)". It's included with most Microsoft Office and Microsoft 365 installations.
    
2. Open it and add a new account. Choose Advanced options, tick Let me set up my account manually, and select IMAP.
    
3. Enter the settings for your email service below.

Other email apps

• eM Client (emclient.com): free for up to two accounts and works much like Outlook.
• Mozilla Thunderbird: free, and handy for managing several mailboxes.
• Webmail: always available in your web browser.

Your email settings

Always choose IMAP, so your folders stay in sync across your devices.

Replace yourdomain.com with your own domain name.

Still having trouble?

Contact our support team by Live Chat or by email, and include:

• The email address you're trying to add
• Which app and version you're using (new Outlook, Classic Outlook, Outlook for Mac, or another app)
• Whether you can sign in to webmail with the same password
• Whether your domain has ever been used with Microsoft 365 or a Microsoft account
• A screenshot of the error

With those details, we can confirm your account is working on our side and help you get connected.